WG Casino - The player's self-exclusion was ignored.

On 28/07/2020 I joined the casino and spent €200. at that point I went on to the live chat and explained I had a gambling problem and asked for my account to be blocked permanently. I was told this would be completed within 15 minutes.

In February 2021, I was still receiving emails from the and the demons in my head took over amd I went to the site and tried to deposit. Over the evening they happily accepted deposits upto €1500 euros from me! I wrote a complaint and requested a refund as this should never have been allowed to happen. I sent KYC as requested twice, and have been told for 6 months someone fromt he finance department will be in touch once reviewed. Y months! I asked again tonight and received the same answer. If you could push them that would be appreciated.

Dear Pete,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few more question before we would try to contact the casino. Was your initial self-exclusion set to any time limit like for 6 months or 1 year? Did you receive any confirmation from the casino about the accepted self-exclusion? Also please send through every e-mail or other conversation between you and the casino. Send it to nikolas.b@casino.guru. Looking forward to your answer.

Best regards,

Nick

I requested my account to be closed indefinitely. I was told my account would be closed in 15 minutes. I dont have a log of this chat as I didn't foresee any problems. I also didn't receive any email afterwards. I have forwarded the emails

Dear Peter,

Thank you for the additional information through e-mail. I'll be now forwarding my complaint to my collegue Viliam who will be assisting you from now on. I hope we will be able to help you and resolve the issues.

Best regards,

Nick

Hello Pete0090,

I looked at your complaint and will do my best to help you. I would like to invite WG Casino into this conversation. Casino, can you please give us some explanation?

We would like to ask the WG Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.